CoachBot Video Transcripts-8
Expectations
All right guys, let's go over some done for you appointments, setting expectations. What should you expect getting into this service? Alright, we're going to go over the intro. We're going to go over our part as a service provider, your part, and also we're going to be very truthful and go over some damaging admissions. Okay? What can go wrong? So let's intro here. First of all, this is a partnership, so this is not a sit it and forget it service where you don't need to worry about nurture ever again for the rest of your life. We're going to do the bulk of the work. We're going to do 70, 80, 80 5% of the work, but there are going to be specific times where we're going to need to tag you in to make the service run smooth, okay? This portal specifically, the three videos after this are going to cover specifically what those steps are.
Okay? Next, crystal care clear communication. So we need to make sure that first of all, on the DFY side, we're communicating when there's a conversation with a client that we need help with or there's a change that's made, or there's something we need you to help customize. Okay? We got that on your side. You also need to communicate to us to support if something's not going right, if there's language that's being used that isn't to your gym, there's mistakes that are made. There's a call recording that you didn't think ran smoothly. We'd love feedback. So the more you can communicate with us before it's a true issue, the better. So we can stay in front of it, we can look at that account proactively and make sure that everything's running smoothly. Okay? So keep those things in mind. Let's go over our part. Okay? So again, reiterating this, we're going to call every lead that doesn't self schedule all the canceled appointments and all the no-shows.
We're going to double dial them within five minutes of them opting in between 8:00 AM and 8:00 PM your local time zone. If they opt in the middle of the night, we're not going to give 'em a call because that's usually appropriate for a business. So we are going to wait until that morning to give 'em a call. If we don't get them in that first attempt, we will continue to call them every morning and evening twice a day for seven days, okay? We're going to respond to every incoming text message that's going to be 24 7. So it is a little bit more appropriate to send a text in the middle of the night, especially if they just sent us one. So we're going to go ahead and do that for you. And then we're also going to call to confirm every single appointment 24 hours before the appointment happens.
So if they get booked at 8:00 AM we're going to call 'em 8:00 AM the day before. If it's at 8:00 PM we're going to call 'em 8:00 PM the day before. Okay? Now, let's go over your part. This is going to be a broad overview. We're going to go into more specifics in future videos, but just to give you a heads up, all three things are going to involve you going into your go high level account and checking three things daily, okay? You're going to respond to any messages that the DFY team needs help responding to. If there's a specific questions we don't know how to answer, we're not going to guess and answer that for you. We're going to note it in the account and then you or your team will have the opportunity to respond to that, lead with the answer to the question, and then choose to either keep that lead and work them yourselves or hand them back over to us. Okay? Second, you're going to make sure that you update your appointment outcomes, okay? Your opportunities. So there's going to be a pipeline that it's going to be very easy for you to drag and drop clients to no-show, show sold and showed lost, okay? It's going to be extremely important
For you to that so that we know to work the lead at no-show. And we can also measure your account and look at data and see if we are overperforming or underperforming on your specific account. If you don't update your pipeline, we're going to have zero visibility into how the service is being provided and we won't be able to do any optimizations. Third and finally, confirming appointments. So we will, like I said, call 24 hours before the appointment, but there are going to be things that you need to do to maximize the show rate, and we'll go over what those things are specifically in a future video. But there are three things that you need to do daily, and they all involve logging into your high level account and updating certain things, okay? You need to do all those daily as well. Now, let's be very honest here and go over some damaging admissions.
What are the worst possible things you can expect in the service? First of all, very upfront, the DFY team has accents, okay? So we do use overseas callers and a lot of gym owners usually have some issues with that, but I want to be very transparent upfront so it doesn't catch you by surprise. That based on cost, based on effectiveness, based on results, we found that this is the best combination to use overseas callers, train them on the gym launch ways, screen based on accents so that it's not broken English. You can easily understand them, but they do have accents, okay? So please keep that in mind to keep this service cost as low as possible for you while maximizing results. Alright? Secondly, conversations are not perfect and the human error will happen, okay? These are human beings and they are prone to errors. Obviously, we're going to train 'em to the best of our ability and make sure that the system is running smoothly so that we've reduced as many errors as possible, but they might not have the conversation the same exact way you will.
Or there might be a one-off issue that was caused by human error. If either of those things happen, absolutely reach out to support and let them give us an example so we can review that and we can make the team that much better. But just be aware that the service will not be a hundred percent perfect. There will be a couple percent that will be human error. It just is what it's Lastly, the average gym did see a 15% decrease in throughput, which means that if you are used to a 40% show or 40 shows per month being on the service, that will now look like more like 34 shows instead of 40. Okay? 15% decrease. But here's the truth, it will never outperform a violent, skilled, consistent gym owner because you are absolutely the best person for the job. At a certain point, you need to turn your attention to higher leverage activities, and if somebody can do it at 70% as good as you should delegate it, that's just the 70% rule, because the time back is almost always worth it. So here's the landscape here. We have lead flow, we have schedule rate, show rate, close rate. The clients can pay more on the front end, convert more of them or keep them longer. These are all ways to grow your business. Now, coming into DFY, you should expect a 15% decrease in schedule rate and show rate.
However, with the time back, you can then hunt and generate more leads in a variety of different ways. You can pay more attention to sales, you can train the team, you can delegate the team, you can do it yourself. You can have more time for appointments and availability. Close rate goes up. You can make the service more valuable and actually have your clients pay more on the front end that goes up. You can have the first six weeks, eight weeks, four weeks of the client experience that much better and actually convert more of them. You can be giving so much value to the clients, they end up staying twice as long so you can keep them longer. So over time, the gyms grow even with lower appointment rates and lower schedule rates, all without spending 20 hours a week back, 20%, 20 hours per week to nurture leads.
Okay? So here's the current state of the service, okay? This is not brand new. We have worked over 50,000 leads. We have set over 21,000 appointments. We have been running in over 80 markets, multiple countries with a year long plus track record of scheduling. Over 40% of leads responsible for over $1.3 million in sales. So we have been around the block doing this and doing it consistently for a lot of clients. Here's the best part. The service, we will never show up late. We will never tell you the leads suck. We'll never send inappropriate texts or pictures. We will never forget to work the leads and we will never promise to get to it soon. Okay? These are all things that if you do have a team member that has been nurturing leads, you have heard a bunch of these, okay? You don't ever have to worry about this again. Alright? So that's all I got for you guys for expectations. I want to make sure that we're very clear. We give the good, bad, and ugly of the service so that when you do get in and you do see the activity start happening, nothing catches you by surprise. In the next videos, we're going to cover the specifics of what you can do to maximize the results of the service.
Updating Opportunities (Pt 1/3)
All right guys, so this is part one of three of the three things that you need to do to make sure that DFY runs smoothly, okay? All three things involve logging into your high level account and making certain updates or certain action items, okay? So make sure you have access to high level so you can follow along. So I'm going to share my screen here, and I'm going to show you guys an example. So logging into high level, you want to make sure you're on a desktop. You can do this on mobile, but there's going to be limited features. So at least for the time being, log on a computer or open up Safari on an iPad or something and open up the desktop version so you can see the same screen that I'm showing you here when you first log in. If you're having trouble logging in to begin with or you're not really sure where to go, first of all, the address is, you can do go high level.com, and you can log in this way, or you can go to app, do gym launch secrets.com, and you can log in that way as well.
Okay? If you're not sure of the username or password, please reach out to support, reach out to your coach and we'll be happy to get that for you. Okay? Once you're logged in, you're going to default to the launchpad. What you want to do is you want to go into the opportunity section right here, okay? When we open that up, because this client has been with us for a while, you're going to see a bunch of activity in here. What I want to show you is specifically scrolling over the unmarked appointment stage, okay? This is going to be one of three things that you need to make sure you update on a daily basis. In a future video, we're going to talk about all the other craziness that you're going to see on the screen, but for right now, just focus on this. Unmarked appointments are going to be when an appointment hit your schedule, and it is now in the past, okay?
So that as if in the high level eyes, that appointment has taken place. Once that happens, it'll automatically move the lead name and the time and day of the appointment under the unmarked appointments. That is your flag to update this appointment. So all you need to do is at the end of the day, the beginning of every day, you look at this unmarked appointment stage and you say, okay, here's Ronald. Did Ronald show up or not? Okay? If he did, then you simply take him and then you drag him over to showed, sold, showed lost, or no-show. Okay? I'm not going to do that just because this isn't my account, but you just want to drag over there, okay? You can also take it and you can drag it down to either lost, abandoned, or won, okay? They both do the same thing, so lost means that you lost the lead, you met with them, and you were not able to sell them. Okay? That's lost, and that's showed lost. Okay? You can go either way. You can also move them over to one, which means you won the lead, you sold them, okay? You can also move them over to showed sold, and the same thing
Happens. Abandoned means you do not ever want to contact that lead again. You wanted to take them out. Maybe you disqualified them and you want to just keep them in the back pocket and use them. Maybe reach out to 'em again someday, but you don't want anything to do with them right now that's abandoned. And then if they know showed that you simply drag them over to the no-show stage, and the DFY team will start reaching out to 'em again. We will start sending them texts around daily, and then we'll start calling them twice a day, and that'll happen for seven days to try to get that no-show back on your schedule. And just a side note, we usually do that up to two times. So if a contact tries to reschedule for the third time, that's usually when we cut it with them that they're going to be most likely to not show up again. So we usually only reschedule twice. So that is the biggest thing to take away. Make sure at the beginning of every day or end of every day, you're going into the opportunity stage, you're looking at the unmarked appointments, and you're simply dragging that contact over to the appropriate stage, whether it's no-show showed sold, showed lost, or you can use the statuses down at the bottom to do the same thing.
Managing Responses (Pt 2/3)
All right guys, part two. So this is the second thing that you need to do on a daily basis to make sure the DFY runs smoothly. And that is managing responses. There's going to be certain times that the DFY team either calls a lead or texts a lead and the lead brings up something that either we don't know how to respond to or we want to make sure that you are aware of whatever it may be. There's going to be action you need to take to review what the notes are and decide on how to treat that lead appropriately. Okay? So lemme show you a couple examples. Every day you're going to want to make sure that you log into your high level account, it was just covered in the first video. And log in, go to the opportunity section, make sure in the dropdown you're in the DFY leads pipeline.
And then from there you want to pay attention to these first two columns, okay? These first two columns are dedicated to leads that were handed to you, assigned to you, to then handle however you see fit. So for example, here there is needs response, which means that the lead asked a question and it is important for you to get back to that lead about something. And then my leads tag is a generic bucket for all leads that are assigned to you that you can then choose to either nurture yourself manually or hand back to the DFY team. Okay? I'll explain what I mean. So first of all, Christine here, if I click on this and I bring up the contact page, the first thing you want to do with a lead that's been assigned to you is hit this little pencil icon that says notes.
Okay? If you open that up, you're going to see the notes left from the DFY team. Okay? This one specifically said appointment was booked on Thursday. It has some goals and they say they added the notify tag since the lead will bring a companion and then it has the name there. So this is more just a heads up notification. This specific example, letting the gym owner know that Christine here is bringing a friend with her. So expect two people to show up during that meeting. Okay? Now this specific example obviously doesn't require any more effort on your part to get back to the lead. You could scroll through and make sure they didn't ask if they could bring a lead. That could be the case, but based on the note, it's pretty clear that they will be bringing the lead. So this is more just a heads up. So in this specific case, there's really no action items needed to respond back to this lead. But here's what we're going to do.
We can take Christine and we can simply drag her back over to the DFY leads because what's happening is as soon as they get assigned to you, that puts a kill switch on the lead. That DFY will not respond from that point forward unless you tell them to. Okay? So for Christine, I reviewed the situation. I am now aware that she's going to be bringing a friend if I want DFY to continue to nurture this lead. If they happen to reach out between now and when they show up for their appointment, I will just drag
This contact to DFY leads. Okay? And as soon as you do that DFYI will get notified that it has been assigned to them and they will get alerted when another text comes in or when there's a confirmation due. Okay? Now my leads could be similar things, so lemme click on this one. So showing you another example, if I do the same steps I go into the account, I click on notes. We can see here in one of the last notes that the lead prefers the weekend and they were tagged low availability. So this is a good example of showing that the DFY team was able to contact this lead. The lead wanted to book, but the lead did not have any availability outside of weekends. And I can assume that this account specifically didn't have any availability on the weekends. So the DFY teams go to is to let the gym owner know that there is a hot lead that wants to book, but there's low availability so that you can make the decision of do I choose to open up on the weekends because I have a lead that wants to meet?
Or is it a hard line drawn in the sand that I don't have the availability? Okay. So you can have the choice here to either contact this lead and get them scheduled for a weekend that's outside of your normal availability, or if you don't have that as an option, you can just assign that lead back to the DFY team to continue to work. Okay? And at that point, the DFY team will know that you don't have weekend weekend availability and we'll try to encourage them to book for a different time. So either I would drag admin over to DFY leads if I would want them to handle it from that point forward, or I would keep them in my leads tag my lead stage here and reach out to admin and try to work them myself to get them scheduled. Okay? So you have the option. So make sure though that these are all hot leads, right? We wouldn't assign a lead to you unless they responded with some kind of specific question or issue. So these are all very, very hot leads and it's crucial to read the notes, take action as quickly as possible within 24 hours, preferably so that we can have the best chance of getting these leads scheduled and getting them to show.
Confirming Appointments (Pt 3/3)
All right, guys. Let's go over the third and final step of what you need to do to make DFY successful. That involves daily going into high level, okay? This is going to be confirming appointments. Okay? This is a little bit more complex, so stay with me, but it's extremely important to make sure the service works well for you. Okay? We're going to go over when we're going to go over what and how. Okay? First of all, when you have the superpower as a gym owner, okay? You can do this job better than anybody, and we want to reserve that skill for specific times that are strategically placed to maximize the level of the service. We don't want you to be spending 20, 25 hours a week working leads. We want you to spend 10, okay? So how do we make the best use of those 10 minutes per day, and that's going to be doing this, okay?
Reaching out to clients the morning of their appointment to confirm, okay? That's it. As you know, we're going to schedule the leads. We're going to reach out to them 24 hours before the appointments, so the day before to confirm, but we want you personally to reach out to these leads to maximize the show rate, okay? Now, specifically here, it's going to make a big difference for them to hear from you because we are going to frame the entire conversation as we are part of the appointment setting team for a b, C gym. We're scheduling you on behalf of Coach Blank so that you can meet with him, with her to make sure that this transformation program is a good fit for you, okay? We frame it that way so that it's not impersonal so that it reserves the power for when they do hear from the coach or the gym owner specifically.
You kind of break through all those barriers as the glorified person they're going to be meeting with that we talked about all this time. Okay, so let's go over what, first of all, you need to make sure that we customize, okay? So here is the suggested, recommended best practice. What we see from the highest performing accounts is that every morning you dedicate 15, 10 minutes to looking at all your appointments for that day, taking your personal cell phone, putting the number in, recording a quick 32nd customized video, held as a selfie saying, Hey, lead name, it's coach name here from a b, C gym. Can't wait to see you later today. At this time, just so you know, we're located here. When you walk in, just say hi to the person at the front desk and I'll be out to create you in a couple of minutes, right? Something super easy like that. You can script yourself, but all that matters is that it's personalized. You save the lead's name, you save the time of the appointment. The lead feels like it's customized that you spent those 15, 20, 30 seconds to record a customized video for you because you're a busy gym owner and you took time out of your day. That's going to make all the difference, specifically a personal cell phone one, because videos get sent very, very well through personal cell phones versus using high level. There's just more trust inherently
In that. If you have an Apple device, the blue bubble goes a long way with leads thinking it's a human being versus it's an automation or a business way more likely to get responses and then be consistent, okay? You don't want to do this just a couple of times and then forget about it. You want this to be a priority, because if nobody shows up, then all of this is for nothing. Okay? So we're going to fill up your schedule. We're going to do our best to schedule the appointments and get them confirmed, but nobody can do this job better than you as the gym owner, okay? Or at a bare minimum, the coach that's actually meeting with them so heavily recommend using your cell phone. Heavily recommend being video. If it's not video, it could be a customized picture. Maybe you holding a whiteboard that says the lead's name on it if you don't want to take video, but honestly, it's the most productive and the highest leverage activity to do a ten second, 15 second video, okay?
If you're against using your personal cell phone, you can absolutely use something like Google Voice or Haymarket to have a relatively cheap way to send texts that are outside of your personal cell phone, but it is a different thread if you send it in the same phone number with the same way inside of high level that we've sent the last 10, 15 messages and called. If a lead is unresponsive, they're going to get buried with all the previous reach outs, so a way for you to break through those barriers is to use a different phone number, preferably personal, that forms a different thread that if somebody has been ignoring messages from one number, it's going to be a lot more likely they pay attention to the second number because it's not associated with the same number, if that makes sense and be consistent. You want to make sure you do this every morning without fail for all of your appointments and do it the same way so that we could measure the effectiveness of what the show rate is.
Okay? So like I said, customized video goes a long way. If you're against that, we can do a customized voice message on your cell phone, which that can go really well as well. Or you could do a selfie with a text message or at a bare, bare minimum, do a customized text copy and paste it, change some of the verbiage of the lead name and the time of the appointment, and then send it that way. Okay? So here's some examples of, you could either do it as a video or you could do it as text message. Hey, lead. This is Jen, the owner of Spark Fitness. This is my direct line. I want to confirm we're still on for today at 10:30 AM As you could see, it's a direct question. It ends with a direct question, which is great to get a response. You don't want to say things like Can't wait to see you or can't wait to hear from you or talk to you then, or see you later. You want to end a direct question, send, okay? Here's another example. Hey, it's Ryan, owner of Atlanta Personal Fitness. I know my team has been reaching out to you, but I want to reach out myself to make sure we're all separate orientation today. Give me a thumbs up so I know I prepare for you. Okay? Again, not a specific question, but it's a direct action. Okay? So both of these are framed pretty well. You can use this as a framework to make your own version heavily recommend customized
Video, heavily recommend personal phone number, but there are step downs from that if you're against either of those for whatever reason. All in all, it's extremely, extremely important for you to follow these on a regular basis to maximize your show rate. Okay? Now, here's what it looks like. How do I know to do this? And state organized Inside of high level, there's going to be, if you're in the DFY leads pipeline, there's going to be a stage here called needs your confirmation. As soon as appointment hits the calendar, they're going to automatically be placed into appointments, and then when the timer hits 12 hours before the appointment, they're going to automatically move into needs your confirmation.
You'll also get an SMS notification that this appointment confirmation is due. So you can either set that up with your team or yourself, but you'll know multiple ways that this appointment is due, so you don't have to worry about it until you get notified. Then all you need to do is record your customized audio message, video text message, send it out, and then simply drag the contact from needs your confirmation to your confirmation attempted. Once you drag it from here to there, that is kind of your checkbox of, I took care of that lead, and then if they don't show or they don't respond to that message, so be it. They might know, show, they might show, but at least you did your job so you can keep track, okay? And then if they do respond, you can just respond back and reply whenever that comes in, okay? But the most important thing is that you or your team is going through here and verifying that you drug them over from one place to the other as your checkbox that I completed that task, okay? You do all those things without fail, and I guarantee you'll have the maximum show rate you can have.
Separating the A-Players from the B-Players
Alright guys, so let's go over the additional features of DFY. Okay. This section's going to be all about separating the A players from the B players at this point. What this usually means is that we have clients that get on the service, kick their feet up, don't really do much to make their gym better, sit back and hope that we schedule them more leads show and they just end up making more money. By default, those clients don't really do anything to help our case. They don't use the service to the best of their ability. They don't update the pipelines, they just sit back and hope that it works, and it almost never does. Okay? Those are the B players. The A players are the ones that go through this training, understand deeply all the different features they can use, understand how they can leverage this service to make their gym better, to make more money, to change more lives.
So this section is going to be all about the additional features that are not necessarily forefront to make the service work, but to make the service work better. So they're not requirements, but these are things that you need to make sure you keep top of mind for if there's certain situations, the features to toggle on and off, you know what to do in certain cases. How to leverage the service to maximize the results for your gym. Okay? So go through this. These aren't necessarily going to be immediately utilized, but they're going to be extremely important for you to get that 20, 30% bump and throughput to go from, oh, the service doesn't work, to the service is fantastic, and I'm able to breathe and actually work on my gym and have a successful business. Okay? So go through the section, tackle all of that. So you guys, the next one.
"My Lead"
All right guys, let's go over my lead feature. This is going to be one of the most important additional features that we've been able to include in the DFY system, okay? There's going to be countless opportunities that you're going to see a lead come through. You're going to see a certain situation, a certain conversation, and you want to jump in and you want to work that lead, right? You want to feel like you're in control. You don't want to feel like you can't jump in and help a conversation go more smoothly, okay? This is what this feature is for. So I'm going to show you guys inside of high level what this looks like and how to use this service. My lead is a system that you can simply very easily and effectively shut off the DFY service for specific contacts, specific leads, and turn it back on for specific leads.
So for example, if I'm in here and I just got a notification that Mary just opted in for a six week challenge, I know Mary, I know Mary personally, and I don't want the DFY team to reach out to her. I want to reach out to her myself. Okay? So all you need to do is to go into a contact. I'm just going to use a certain example here. I'm going to use Ronald. And if I'm in this conversation and I'm looking here and I see like, oh, I want to jump into this conversation, all you need to do is on the left hand side here, after you open a contact and you're looking at the conversation, scroll down to where it says tags, and then just put in my space lead. It should already auto fill. This should be in your system already, but as soon as you tag them, my lead, what it's going to do is I'll show you.
So Ronald was in the DFY leads stage. So now I tag them my lead. So what it's going to do, it might take a second to update, is going to automatically move that contact. You can see the date that he's not here anymore. He's going to be under my leads. And you can see that what's going to happen is it will be removed from the DFY call power dialer so that we're not going to call that lead anymore. And also, if we get an incoming text from that person, we will not respond to them as well. You can feel free to go back and forth with that lead a bunch of times. You can get them scheduled, you can leave that tag on there forever, and DFY will never contact that lead again. Okay? So that's shutting it off. If it's temporary and you just wanted to send a message or two or give 'em a heads up or answer a certain question, and you want to hand that lead back over to us at a certain period of time, you can totally just take that contact and drag them right back over to DFY leads, and it will automatically remove the tag.
Okay? It'll remove the tag, it'll put them back in the power dialer, and when we get an incoming response from that lead, we will then reply, okay? So they work interchangeably. You can either add the
Tag and then you take over the lead, and then as soon as you remove the tag, it'll hand it back over to the DFY team. Or you can also use these stages. At any of these contacts, you can just take and drag over to my leads. It'll automatically add the tag, and you're good to take them over for this foreseeable future. And then at any point you want to hand them back over to the DFY team, you can just drag them back into DFY leads. Okay? So these two stages here work the same way. I want to take them over, drag them here. I want to hand them back, drag them there, okay? Use the tag, use the stages, whatever's more convenient for you. But all in all, understand that you can take over leads at any time. And if the my lead tag is on there, do not expect DFY to ever respond or call them again until you hand them back over using this stage or removing them from that tag. Okay? Go ahead and enjoy having way more control over the service.
How to Schedule Leads
All right guys, let's go over how to manually schedule leads, right? It's going to be inevitable that you're going to be coming across leads that didn't necessarily go directly into the DFY pipeline, and that's okay. Just know that right now the DFY service is only focused on working leads that are directly from paid ads, okay? And this is for one reason alone that we know what the offer is. So we know that the lead was presented with an offer that is a transformation program, and it's some sort of challenge. We kind of leave off the specifics of the name, the duration, the length of time. We don't talk about the pricing if it's free, if it's non-free, we just work the lead as if they opted in for a transformation challenge. If a lead came from a different source, walked in, saw an ad somewhere else, went on your website, we're not sure what the promotion is, they opted in for.
It could be a free class, it could be a certain percentage off the membership. We're not sure, and we don't want to confuse the lead. So we're focusing right now on only scheduling the majority of the leads from paid ads. And then you can handle working the leads from any other source. But here's the cool part. You can schedule them on the DFY schedule whenever you'd like, and as soon as they're scheduled, we will nurture them from the appointment being created until they show up, okay? Including the 24 hour call confirmation, including if they no-show for the appointment, we'll get 'em back on the schedule. But just understand that we will schedule leads only from paid ads. You're responsible for scheduling leads from any other source, but you can book them on our calendar for an appointment and we will take over them and get them to show up.
Okay? So how do you do that? If you have a lead that you want to schedule, how do you schedule that? So open up, high level, and you're going to want to, honestly, the simplest way here is to go into settings, go into calendars, and then the DFY sales calendar is called the in-person goal setting orientation right here, this one right here in-person goal setting orientation. That is the calendar that if you book on that calendar, as soon as the appointment's created, we will take over that contact and we'll treat them like every other contact that we scheduled. Okay? So you feel free to use this calendar. The simplest way to schedule leads is to click on this three dots and you want to find the link. So hit share, and then this permanent link right here, you copy that, save that for future reference. That is your scheduling link, okay? That is the same link that the leads use. That's the same link that the DFY team uses. So you can just open this up in your browser. You can save it as your favorites on your favorite bar, and you can book the appointment this way on this calendar, just like this. Alright? You can find the available appointments, you can click on it, and
Then you put in the lead's first name, last name, phone number, and email. And then that'll be sent to the DFY team and we'll treat them just like any other lead. If you want to take them over, feel free to book them for an appointment here and then just drag them right over to my lead stage and we will not worry about contacting them. And then it could all be one system, all one calendar, nice and simple and you can toggle whether you want us to be involved or not. Okay? But either way, just want you to understand that we're only working leads automatically from paid ads. You can manually schedule leads from anywhere else on our calendar. Look for the in-person, goal setting orientation. Find that link, save it. Feel free to book as many leads on that calendar as you'd like to, and we'll handle to make sure they show up. And if they don't show up that first time, we will get them rescheduled.
Understanding Notifications
Alright guys, let's go over specific notifications involving DFY. Okay. There's a bunch of notifications that we're going to send out via text message that are internal notifications for you to know what's going on when we book people, when people come in and want to make sure that you understand all the notifications and, and how you make a change. Alright, so opening up high level, I'll show you guys how the notifications are billed. So just starting top to bottom here. First of all, we have canceled appointment, okay? So this is a notification that we're going to send out through text message whenever a lead contacts us to cancel the appointment. So it's going to be based on a trigger word, which is if we ever receive a text message that includes the word cancel or reschedule, it will automatically occur that we're going to contact you and let you know the lead, the appointment time that was canceled so that if you do happen to be going into the gym for that specific lead, we contact you as soon as possible to save you the trip.
Okay? Second one, confirmation due. So that's going to be for the gym owner or the coach notifications manually. Okay? That's going to be sent 12 hours before the appointment occurs. As a reminder to you to that next morning, reach out to that client through personal device, customized video message to make sure you get the highest show rate possible. Okay? Next one, low availability. So you'll get notified with this if we are working a lead that wants to book an appointment, but we're not finding any availability that coordinates with that leads request. Okay? So if we have a hot lead, they want to come in, they want to book an appointment, they want to talk more about the offer, but they're only available X time or X day and we can't find that on the schedule. We are going to send you a notification that, hey, we have a hot lead they want to book, but we haven't found any times.
Okay? This is for a couple things. One for you to decide if you want to open up your schedule outside of normal times to accommodate this lead. That's your choice. Second thing is to kind of measure and get a feel for if you have enough availability. If you see this happening constantly, then it's probably a good idea to figure out how you can add more availability to your sales calendar so that we can increase your schedule rate. Really important to note here, it's night and day difference. If we have a calendar that has 20, 25 hours a week of availability, their schedule rate is almost in the top 10%. On the flip side, if we only have an account that has 10 hours a week or five hours a week of availability, the likelihood that person, that lead that account is going to have low performance is extremely high. So it, it's very clear to understand that the more availability you give to FY, the more likely we are to have a higher schedule rate, higher show rate, and for you to have more success in the service. Okay? We know it's not always practical, so we're going to take that with a grain of salt, but keep in mind if you ever have the ability to increase the
Availability of the appointment, absolutely do that so that we can have more options to book more leads during the time they prefer. Okay? So you're going to be able to gauge that with that notification. New appointment book. That's simple. Every time an appointment hits the calendar, we're going to send you an alert with LA name, phone number, appointment time, so you can just get a good pulse for how many appointments are being added to your schedule on a regular basis. New lead. That one's usually off by default, but if you are a gym owner that wants to get notified every time a new lead opts in, you totally can do that. Just reach out to support and we'll turn this on for you. But usually this is off by default because gym owners get annoyed when they're getting reached out to 10, 15, 20 times a day if they get a bunch of leads.
We're working them anyway, so it's something to kind of take off your plate so you don't have to worry about when leads opt in, but it is nice to know when we get them scheduled. Okay, and then the last one, notify tag, this is a generic notification. It will be reached out to you through SMS when we just need help with the lead. If there's something the lead brought up, if there's a question they had and we didn't know how to answer, we're going to tag them with notify tag, and then you're going to get a notification that says the DFY team needs help with this client, and then it's going to send you the contact name to then help us resolve, okay? And that's going to be basically a catchall for all other situations. Now, million dollar question is where are these notifications going?
What are the phone numbers and how do I adjust it? Very simple for you. If you're in high level and you go on the bottom left hand side here to settings and you open that up and then you go down to custom values from there, there's going to be two custom values. One is going to be client contact number, and one is going to be coach contact number, which is actually on the second page. There's going to be two fields that you can adjust to get notifications, okay? If it's just you and you don't want anybody else to get notified, make sure that your number and the client contact number is provided here. If it's blank or you want to change it, feel free to hit the three dots here, edit custom value, and then put in your phone number right here. Okay? Just have it all numerical.
You don't need to worry about dashes or anything. Once that's updated and you hit update, it will make sure that all those notifications that we went over are going to be going to this number, okay? If there's a secondary number that you want to also get notifications, maybe you are the gym owner and you also want your sales rep to get notified, you both want to get notified, totally fine. Client contact number should be your number, and then the coach contact number right here can be the secondary number. Do not put your number in twice because then you'll get duplicate notifications and you don't want that, so leave this one blank if you don't have a secondary number. But these should also already be filled for you. If you provided these during your onboarding, then they'll already be filled for you. You don't have to worry about it, but just know that these are the numbers that we're sending the notifications to, and if you want to change it or adjust it, or you have a staff change, you can absolutely go in here and update this yourself to make sure that the most relevant person is getting all the notifications to be able to work those leads.
Understanding Pipelines
All right guys, let's go over the different pipelines that are involved in DFY in high level. Alright, there's going to be three pipelines that you're going to want to understand the purposes for each. Okay? So showing you an example account in high level, if we open up the opportunity section on the left hand side and then we drop down this box, you're going to see three different DFY pipelines. First is going to be the traditional main DFY leads pipeline. This is going to be what was referenced in all the previous videos. You're going to see things like need response, my lead, DFY leads. It's going to have the lead journey from appointments to the confirmation to unmarked, and then whatever the outcome is, if they canceled, no showed, showed sold, showed lost. And then lastly archived is if they are just not ready right now, it's not the right time.
Reach back out to me at a future time. We can drag any lead over there and that's where they'll basically sit dormant until you want to reactivate them. Okay? That's the main pipeline. But there are two more. First of all, the DFY appointment setter pipeline. Now this is where all brand new leads go. Okay? If they opt in and they're called twice immediately within five minutes, if we don't get ahold of them and they don't self-schedule, they're going to be placed in here. Day 1:00 AM follow-up. That means the following morning we're going to give them a call, okay? And then they're simply going to work through this pipeline automatically. This is for our appointment setters. They're going to call them once day 1:00 AM as soon as that call's completed. They're going to call them day 1:00 PM in the evening, then day 2, 3, 4, 5, 6, 7, all the way through for the seven days of calls.
Okay? So you can see at any given time, if you look at the DFY points that are pipeline, how many leads are in each stage, and how many leads were working. Okay? First stage here is callback request booked. So this means that we did contact a lead, they said they were interested, but now it's not a good time. And they opted to schedule for a specific time and day to get called back to then schedule. So any leads in this pipeline are sitting waiting for their appointment to take place for the callback. And if that call is unanswered, then they'll get back in the seven day follow-up to then work again. So in this pipeline, you don't need to do anything. This is just for visibility purposes. Our team handles moving leads from one stage to the other, but if you're ever curious where the leads exist and how many leads we're working at any given time, feel free to look into this appointment center pipeline and look at it. Just please don't make any changes here. This is how our team stays organized. Okay? Third and final is the DFY archived leads pipeline. What this means is whenever a lead is finished being worked by the DFU team, DFY team, they will get placed in the archives pipeline and we're going to categorize them based on how far in the journey they went. So if a lead upped it in
And they nothing else with us, they never responded, they never booked, they never did anything, we're going to put them in this stage. This means that they opted in, they didn't schedule, and DFY is no longer working them. Alright? No shows means that they scheduled an appointment, but they never showed up and they never rescheduled again. And DFY has done working them showed lost means that they actually showed up for the appointment. You marked them as showed, but you weren't able to sell them. And then showed sold ultimately means they walked in, you sold them, and now they're a member. Okay? So this DFY archive leads, they will sit here in a bucket waiting for you to then work them again. Okay? So this is for you in a future play, if you're going to run a reactivation play or something to start working leads that are from the past in your pipeline, you can have context into whether you want to target leads that maybe scheduled but didn't sell, or maybe you want to avoid them and you only want to work the leads that scheduled, but no showed.
Or you only want to work the leads that never did anything. You'll have the option to work all or none or some of these leads as just an effort to stay organized. But again, you don't have to do anything here until you're ready to run reactivation. That's the overview here. DFY leads is where almost all the activities happening that you're responsible for. DFY appointment center pipeline, you should never touch. It's only for visibility into what DFY is doing right now. And then DFY archived leads are for you to use for reactivation, for you to understand the category of lead as soon as it's done being worked by DFY.
How to talk to the DFY Team
All right, guys, let's go over ahead and talk to the DFY team. During this service, there's going to be countless feedback situations, the ways that you want the DFY team to respond, that you just get an urge, get a feeling that you want to communicate and tell the caller to do this thing. Here's the deal. The way the service is built, we do not hire one caller to watch your account. We have an army of callers that watch all the accounts on the service at all times. So callers are constantly jumping in and out of accounts. They all have their scripts. They all have each script customized to the account. So when a lead comes in, they know which account it is, they pull up the script, they call the lead. They book them with your specific calendar link. So if you have a custom situation or there is a specific change you want to make, please understand that the service is not as simple as reaching out to the one agent and tell them to do this thing differently.
You are one of countless accounts, and if you want to make a specific change, but 99% of other accounts don't have that change, the callers will get extremely confused and might not even notice the change because they're so dialed into the process of saying the same thing and just switching out the gym name, the lead name, the coach name, and things like that. So I understand the urge to want to talk to the DFY team, but here's what you can do. If there's ever a time where you see a mistake, you come across a call recording that wasn't up to your standards, there was a text message response that wasn't appropriate, absolutely submit a support ticket and select the category of DFY appointment setting. That'll go directly to our team. We'll be able to track down which agent specifically that was, and we will get them retrained.
Okay? We love feedback. You're going to have killers that jump into your account and you're going to have agents that are brand new jumping into your account. So some calls you might love, maybe a few calls you hate. We want to get feedback from you as you're reviewing these. So please submit a support ticket. Give us the specific call recording or the specific client name or lead name so that we can review that and get the team better and better and better. Also, the notes that are left for you, that is one way communication, okay? So don't think that in high level in the contact page, if you see notes from the DFY agent, don't think that if you add another note in there that'll communicate back to that agent, right? Because again, this is a round robin approach, so that agent might never be in your account again, okay? So you need to make sure that all feedback goes directly to support. If you have a question, if you have an issue, if you want to give feedback, please give it through a support ticket. If there's a custom change you want to make, if you're not happy with the performance, again, submit a support ticket. We have a full team that's ready to optimize and make changes that can help with the schedule rate and show rate. We have a bunch of different tools that we can use, the different campaigns that we can switch out. So
Please don't stay silence, stay silent until this is a problem. Let's try to proactively get ahead of it that any kind of issues. Please reach out to the support team, we'll connect you with the right person, and we'll get this adjusted for you. But don't use notes as a method or feel like you can reach out directly to the agent, because that's just not possible. But we can absolutely create a system to get this dialed in as best as possible for you.
Tracking your schedule and show rate
All right guys, let's go over how to track your schedule rate and show rate inside of high level. Okay? Now, I would recommend following these steps and doing this on a weekly basis so you can keep a pulse on how many leads you're getting, how many of those leads are scheduling, and how many of those leads are showing. So you can monitor if you need to tweak maybe something in your ads, something in your confirmation message, or you need to reach out to us for support on how to make optimizations to your account, okay? You're going to want to keep a pulse on this. It's an extremely important metric to track to make sure that you understand what your throughput is to maximize your sales. Okay? So I will show you if you're inside of high level, I'll have an example account here. First, you want to find the total leads, okay? You could do that a couple of different ways. You can log into Facebook directly and you can see the leads reported there. Or if you want to stay into a high level and make things easy, you can just go on the left hand side here to sites, then go to forms at the top here, click on submissions,
And then you're basically going to run a report on how many times there was a Facebook lead form submitted. So these numbers should match, match Facebook. Click on the dates. So I'm going to run this from, let's say the second to the 8th of June. So you have your dates there, and then right now it's defaulted to all forms. You want to change that to just Facebook lead form. From there, you can see here this account has 42 leads. It was generated during June 2nd to June 8th. Okay, so that's the first number, 42. So I'm going to go here and I'm just going to put this down here. Leads 42. Okay, now we have leads. So next we want to find the schedules. Instead of you just counting on the calendar, depending on the volume might be a little bit more impractical. You can go to reporting on the left-hand side, and you can run an appointment report. Okay? So on left-hand side reporting top here, hit appointment report.
Hit the filter on the left hand side on the right hand side, and then you want to click on the specific done for you calendar, the sales calendar, depending if you're using high level four nutrition orientations or anything else, you don't want to blend all these appointments together. You want to find out specifically how many sales appointments you have. So remember, use that in-person goal setting, orientation, calendar, and then you have appointments created on. You want to do appointments booked for, you want to do the appointments that took place during, and then we're going to look at that same week. So we're going to look at June 2nd to the eighth, second to June 8th. Okay, so we're looking at the same dates that we pulled the leads from. You're going to hit apply, and then we can see here, it's going to show a total of 16 booked, zero confirmed, 10 showed three, no, three canceled. So this 16, these numbers should match, right? The totals here should match this total here. So out of these 16 appointments that were booked, 10 showed. That's great. So this is our schedule rate. So 16. So we're going to go back here and we could put scheduled
16 and then showed 10. And then we just do a little bit of math. So I'll pull up the calculator and we could just do 16 divided by 42, so 38%. So your schedule rate, their schedule rate for this week was 38%. And then do the same thing with shows 10 divided by 16. So we have a 62, 60 3% show rate. And then if you want to get a total of total leads in the door, which is straight leads to showed, you could do 10, you could do 42 divided by 10, sorry, 10 divided by 42, and you got 24%. Okay,
So 24% throughput. That's fantastic. This is a fantastic week for this account. It might not always be this good, it might be better, it might be worse, but at least you'll have an idea of what's normal for your market. If you track this on a weekly basis, if you can see consistent and then they drop, it's important to track this so that you can understand, okay, what changed? Did my availability change? Did my lead volume changed? Did my cost per lead change to result in less leads coming in the door? So you can start understanding what works and what doesn't and throttle different strategies. Okay, so this is really going to be important for you to understand on our side, just so you know, we do pull this data
Every week for every account, so we are watching it on our side, but it's absolutely crucial that you own this as well, so you can have visibility into this as it is your own business. Okay? Now, side note here, if you run this report and you see a big number of confirmed appointments, okay, maybe you have 16 booked, maybe you had eight showed three, no showed three canceled, and there was two that was confirmed. Those two that are confirmed means that the appointment was not updated, that we don't know what the status was. It basically means it's unmarked. Okay? So just if that's the case where you have a large number of confirmed appointments, you want to go back into your pipeline, into your DFY appointment setting pipeline, and make sure that all of your unmarked appointments in that stage have been moved to either no showed, showed sold, or showed lost.
Okay? If have a bunch of appointments in there that have not been moved yet, move those and then this report will be updated. Again, that's extremely crucial for DFY to have high performance. If there's a scenario where you have a high number of unmarked appointments and nothing in your unmarked pipeline stage, reach out to support, okay? There might be an issue with the system that maybe appointments are not being updated for whatever reason. So it is a red flag that if you're having a high number of unmarked of confirmed appointments in this report, but your pipeline stage is clean and you have been updating, please reach out to the support through a support ticket. You can do so right here on the left hand side, you can hit the support button and fill out a form to let us know this is an issue, and the DFY team will look into this account and see how we can help you to make sure this report stays updated, and to make sure this system, the team is working all of the no-shows, and then we have proper tracking. Okay? So all that to say that, make sure that you update your pipeline, monitor your stats, understand when you have high weeks, when you have low weeks, and what's causing them. We'll do the same thing on our end, and together we can make sure this partnership has the maximum results for you in your gym.